Technical Support Engineer

At Tecton, we solve the complex data problems in production machine learning. Tecton's feature platform makes it simple to activate data for smarter models and predictions, abstracting away the complex engineering to speed up innovation. Tecton's founders developed the first Feature Store when they created Uber's Michelangelo ML platform, and we’re now bringing those same capabilities to every organization in the world. Tecton is funded by Sequoia Capital, Andreessen Horowitz, and Kleiner Perkins, along with strategic investments from Snowflake and Databricks. We have a fast-growing team that’s distributed around the world, with offices in San Francisco and New York City. Our team has years of experience building and operating business-critical machine learning systems at leading tech companies like Uber, Google, Meta, Airbnb, Lyft, and Twitter.

As a Technical Support Engineer at Tecton, you will be a cornerstone of customer success, delivering expert technical assistance and troubleshooting for Tecton's machine learning operations (MLOps) platform. Your role involves swiftly resolving client issues through deep product knowledge, technical proficiency, and clear communication, while also proactively monitoring platform performance and collaborating on enhancements. Furthermore, you will empower users by creating valuable knowledge base content and training materials, ultimately ensuring exceptional customer experiences and solidifying Tecton's leadership in MLOps solutions.

As a Technical Support Engineer at Tecton, you’re instrumental in ensuring clients' seamless use of the company’s machine learning operations (MLOps) platform. Your main focus is providing expert technical assistance and troubleshooting guidance to customers, swiftly addressing any issues they encounter while utilizing Tecton's platform. This involves deep product knowledge, proficiency in relevant technologies and programming languages, and adept communication skills to effectively assist customers from diverse technical backgrounds.

In addition to reactive support, you take a proactive approach by monitoring platform performance and collaborating with internal teams to implement solutions and enhancements. Your contributions extend beyond issue resolution to include the creation of knowledge base materials and training resources, empowering customers to optimize their use of Tecton's platform independently. Your role is pivotal in delivering exceptional customer experiences and bolstering Tecton's position as a leader in MLOps solutions.

• Take end-to-end ownership of customer issues, including troubleshooting, identification of root cause together with the Engineering team and issue resolution.
• Pilot new Tecton features with customers and collect feedback.
• Collect information and document bugs for product issues that are impacting customers.
• Build process or troubleshooting documentation in the support knowledge base.
• Deliver against customer experience and efficiency targets.
• Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Serve as internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.

To excel as a Technical Support Engineer at Tecton, candidates must possess a minimum of 3-5 years of technical support experience in the software or technology industry, ideally coupled with a bachelor’s degree in Computer Science or a related field. Demonstrated proficiency in troubleshooting complex technical issues, strong communication and analytical skills, and a proactive, solution-oriented attitude are essential. Technical expertise in software applications, programming languages like Python, and SQL for data querying and manipulation is required, with experience in cloud computing concepts (AWS, Azure, Google Cloud Platform) being highly advantageous.

• Bachelor's or Master's Degree in Data Science, Mathematics, CS, or Information Sciences.
• Knowledge of SQL.
• Knowledge of Python and/or PySpark.
• Nice To Have: Familiarity with Machine Learning and Data Science tooling, such as Jupyter Notebooks, Tensorflow, Scikit-learn, and PyTorch.
• Knowledge of JIRA, Github, or Gitlab.
• Experience with data platforms such as Spark, Snowflake, or BigQuery.
• Experience with AWS, GCP, and Kubernetes.

Tecton is a remote-friendly company that employs a hybrid working policy for employees based in the SF, NY, and Seattle areas. We believe that working in-person helps us stay connected, collaborate faster, and promote a strong culture while still providing the flexibility of working from home. We expect SF & NY employees to be in the office at least two designated days per week, and those in the Seattle area at least two designated days per month.

Tecton values diversity and is an equal opportunity employer committed to creating an inclusive environment for all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other applicable legally protected characteristics.